Front Desk Office Staff
Resume:
LARANDA GAINES
CONTACT
***********@*****.***
**** *********** **], Wars
aw, KY 41095
PROFESSIONAL
SUMMARY
Seasoned Hotel General
Manager with 12 years of
experience managing hotel
operations. Competent in sales,
marketing, and management
techniques. Adept at resolving
guest complaints and
scheduling employees.
SKILLS
Micros-Fidelio
Guest satisfaction
Resort management
Hospitality management
EXPERIENCE
HOTEL GENERAL MANAGER Sep 2014 - Nov 2020
Triple Crown Inn, Louisville, Ky
Monitored hotel's financial performance by reviewing financial reports and statements and implementing methods to improve efficiency.
Anticipated guest needs through collaboration with cross- functional teams to guarantee guest satisfaction at critical points. Sustained staff quality by identifying and training internal candidates for promotion to management.
Maximized occupancy using marketing strategies, including social media, advertising, and offering incentives.
Increased revenue [Number]% through identification of guest dissatisfaction and implementation of necessary changes in service and operations to resolve issues.
Guaranteed guest comfort and satisfaction by monitoring successful operation of hotel departments.
Drove exceptional service by conducting daily walk-thru of all departments noting guest satisfaction and resolving any issues via department heads.
Maintained hotel operations through effective communications across all departments.
Assisted with sales and marketing efforts as needed. Assisted guests with concerns and questions.
Reviewed employee performance and conducted personnel actions, including disciplinary actions and terminations. Provided guidance and motivation to achieve optimal performance.
Received and resolved guest complaints and employee concerns. Scheduled staff based on business demands and ensured coverage for all shifts.
L
G
Guest retention
Conference management
Front office staff
Staff scheduling
Disciplinary action and
termination
Revenue generation
Employee performance
reviews
Guest complaint resolution
Sales and marketing
Conflict resolution
Multi-department
management
Customer service
Serve guests
Team performance
monitoring
Coordinate department
activities
Train staff
Trained staff members on how to handle the expected, routine issues and problem-solve complex concerns.
Monitored and developed team member performance through supervision and training.
Served all manner of guest needs, including setting up dinner reservations and booking them tickets to local attractions. Monitored revenue activity of hotel and facilities. Assisted night audit staff with late-night room calls to accommodate guests.
Oversaw the operation of the front desk, including greeting, registering and checking out guests.
Coached employees to develop and strengthen skills during guest interactions.
Set seasonal rates for different types of rooms, established budgets and allocated funds to maintain profitable operation. Hired, motivated, and assessed performance of staff to keep operations efficient and on-track.
Coordinated the activities of each department to manage efficient daily activities.
HOTEL GENERAL MANAGER May 2008 - Sep 2014
Speedway Inn, Sparta, Ky
Maintained hotel operations through effective communications across all departments.
Guaranteed guest comfort and satisfaction by monitoring successful operation of hotel departments.
Anticipated guest needs through collaboration with cross- functional teams to guarantee guest satisfaction at critical points. Monitored hotel's financial performance by reviewing financial reports and statements and implementing methods to improve efficiency.
Sustained staff quality by identifying and training internal candidates for promotion to management.
Maximized occupancy using marketing strategies, including social media, advertising, and offering incentives.
Increased revenue [Number]% through identification of guest dissatisfaction and implementation of necessary changes in service and operations to resolve issues.
Drove exceptional service by conducting daily walk-thru of all departments noting guest satisfaction and resolving any issues via department heads.
Assigned duties to front office staff and observed performance to ensure adherence to hotel policies.
Provided guidance and motivation to achieve optimal performance.
Identified strategies to increase revenue, profitability, and guest satisfaction.
Reviewed employee performance and conducted personnel actions, including disciplinary actions and terminations. Assisted guests with concerns and questions.
Scheduled staff based on business demands and ensured coverage for all shifts.
Assisted with sales and marketing efforts as needed. Assisted night audit staff with late-night room calls to accommodate guests.
Monitored and developed team member performance through supervision and training.
Oversaw the operation of the front desk, including greeting, registering and checking out guests.
Coached employees to develop and strengthen skills during guest interactions.
Scheduled employees to maintain adequate coverage for expected business needs and customer demand levels.
Engaged guests and staff to resolve issues and challenges in positive way.
Supported leadership by maintaining hotel standards and promoting hotel and its services.
Trained staff members on how to handle the expected, routine issues and problem-solve complex concerns.
Directed and oversaw all [Type] operations overnight to maintain guest satisfaction and safety.
Inspected property to identify functionality, compliance, and quality issues.
Conferred and cooperated with other managers to ensure coordination of hotel activities.
Kept the occupants happy with their stay by providing knowledgeable service and quick resolutions for all complaints. Hired, motivated, and assessed performance of staff to keep operations efficient and on-track.
Coordinated the activities of each department to manage efficient daily activities.
Served all manner of guest needs, including setting up dinner reservations and booking them tickets to local attractions. Improved guest satisfaction scores dramatically with enhanced customer service strategies.
RECRUITING MANAGER May 2002 - Apr 2008
Integrity Staffing Solutions, Lexington, Ky
Developed recruiting strategies using advertising techniques, job boards, and events to build national talent pool.
Updated and created new recruiting procedures to improve recruiting goals.
Identified and implemented improvement opportunities to discover and deliver talented candidates.
Developed and mentored recruiting team to exceed monthly goal of [Number] recruits.
Evaluated recruiting software packages to suggest best, most cost-effective options for employer.
Promoted company at networking events, conferences, and job fairs, increasing recruitment [Number]%.
Collaborated with key partners in designing and implementing diversity and inclusion programs.
Assisted leadership in streamlining all HR functions, analyzing and developing compensation structures, evaluating pay practices, and streamlining payroll process.
Contributed to implementing various initiatives across organization to generate maximum value addition towards performance improvement, employee retention, and employee welfare.
Advised managers on employment matters such as sexual harassment and equal employment opportunity laws to keep the workplace fully compliant.
Collaborated with both manager and employees to handle questions and resolve work-related issues.
Ensured proper communication across hierarchy and with employees for timely redressal of employees' grievances, complaints, and harassment allegations, promoting harmonious work environment.
Recommended policy and training changes to keep employees current with new strategies and requirements.
Managed successful training programs for both new hires and established employees to keep everyone on the same page and the company thriving.
Stayed up to date on industry changes to keep the organization responsive to new legal standards.
Assessed organizational objectives, vision, and mission and created multiple customized training programs to enhance employee effectiveness
Identified training requirements for existing employees and organized various training sessions, workshops, and other activities.
Maintained and updated complete records for all personnel, including records management, attendance, absenteeism, performance, pay-slips, and timesheets.
Oversaw the consistent and fair discipline of all company employees, including performance improvement strategies and staff terminations.
Forecasted employment needs and built recruitment funnels to maintain consistent stream of top-quality candidates. Introduced new hires and conducted induction training sessions explaining HR policies, procedures, laws, rules, regulations, and standards.
Worked with labor organizations to negotiate favorable bargaining agreements to balance company staffing and budgetary requirements.
EDUCATION
HIGH SCHOOL DIPLOMA - GENERAL May 1998
Gallatin Co High School, Warsaw, Ky
GPA 3.8
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